Still no refund

I have been waiting for my refund for over a year now, every time I call in they come up with a excuse, I send them emails and either get an automated response or nothing at all. I am now dealing with management and it is said that they are waiting for a answer from their Durban office where payments are made. They will not give me contact details so I can call myself. And I find it very unprofessional and ********* that the cape town office can't get hold of the Durban office, as I see it then the Durban office is not doing their job. I am now tired of waiting for MY MONEY and hearing a million different excuses